Service Level Agreement (SLA) - Akashi Hosting

Version: 1.0
Effective Date: March 21, 2025

1. Uptime Guarantee

  • Akashi Hosting guarantees a minimum of 99.9% uptime for all services.
  • If uptime falls below this threshold, eligible users may receive account credit compensation.

2. Scheduled Maintenance

  • Scheduled maintenance may occur, typically announced 48 hours in advance via email or our website.
  • Scheduled maintenance is excluded from uptime calculations.

3. Emergency Maintenance

  • Emergency maintenance may occur without notice if deemed necessary for security or service stability.
  • Emergency maintenance is also excluded from uptime calculations.

4. Compensation Claims

  • Users must submit a compensation claim within 7 days following the downtime incident.
  • Compensation is provided in the form of account credit, not cash refunds.
  • Claims must clearly detail the downtime period and its impact.

5. SLA Exclusions

  • Issues caused by user actions or third-party applications.
  • Natural disasters, power outages, or internet disruptions beyond Akashi Hosting's control.
  • DDoS attacks, unauthorized access, or other malicious activities.

6. Support Availability & Response Time

  • Standard support hours are provided as detailed in the Terms of Service.
  • Initial response time to support tickets is within 4 hours during standard support hours.
  • Critical issues affecting uptime receive priority attention.

7. Data Responsibility

  • Users are solely responsible for their own data backups.
  • Akashi Hosting does not perform regular backups and cannot guarantee any data restoration.

8. SLA Amendments

  • Akashi Hosting reserves the right to update this SLA at any time.
  • Users will be notified of significant changes via email or our website.

Simple SLA Summary

  • We promise at least 99.9% uptime.
  • Downtime compensation is given as credits if below this uptime.
  • Maintenance (planned or emergency) is not included in uptime.
  • You have 7 days after downtime to request compensation.
  • Support responses are typically within 4 hours during support hours.
  • Backups are your responsibility; Akashi Hosting does not perform backups.
  • We will notify you of SLA changes.